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Outsourced IT Support from CompuCom Pays Off for Conglomerate

With CompuCom successfully managing end-user IT assets and support, the company’s IT department can continue to improve its focus on core business support initiatives.

OverviewThis Fortune 100 diversified technology and financial services company serves customers in more than 100 countries. Its products and services range from aircraft engines, power generation, water processing and household appliances to medical imaging, business and consumer financing and industrial products.

The ChallengeAs part of a strategic restructuring effort, the company decided to sell its large IT support business in order to refocus its IT staff on core business development. CompuCom® bought the IT support subsidiary and absorbed the subsidiary’s employees. As part of the agreement, the company contracted with CompuCom t o manage IT support functions such as PC life cycle services, asset tracking and conference room support.

The Solution CompuCom proved to be a good fit for the company. To provide a seamless transition to the outsourced model, CompuCom used a large percentage of the company’s former employees, because they were familiar with its business processes and operational knowledge. As CompuCom is technology independent, the newly acquired support staff were trained to work on a range of platforms and devices.

CompuCom now handles all PC life cycle services for 5,000 PCs at 11 locations with dedicated on-site staff. An on-site CompuCom equipment facility at each location manages device configuration, repair and replacement, along with asset inventory and distribution. CompuCom staff also assist with IMACs (installs, moves, adds and changes), redeployment and deskside support. Both CompuCom and the company benefit from existing client-negotiated deep discount asset pricing from preferred original equipment manufacturers (OEMs).

For personalized, convenient support, CompuCom has created a rapid-reply desktop support service. End-users can email the CompuCom support team with questions and be assured of a timely email response to their concerns. CompuCom also manages all conference rooms for corporate executives to ensure seamless communication with audio, video, Web and telecom equipment.

The ResultsCompuCom’s ability to deliver effective business processes resulted in year -overyear savings of $43,000 for the client in PC life cycle services. CompuCom procedures also reduced downtime for improved employee productivity. With CompuCom successfully managing end-user IT assets and support, the company’s IT department can continue to improve its focus on core business support initiatives.